Zodiac Casino - Waiting almost two weeks to resolve on reported mistake with e-check transaction

Below is the email I submitted to casino risk management after being directed to by chat . Its been 12 days with nothing .
I have no response, my account is locked, the phone number provided does nothing but direct you to chat. Chat directs me to email, email never responds :(

, my user name is
tracy
Username: *******
Casino: Zodiac Casino

I was asking chat help for withdrawing my winningsof $169 and as i went through the steps for an echeck I did it as a deposit instead of withdrawel. She sad to contact you to cancel the deposit as it was in error and then she said chat can help me my orignal wihdrawel.

I HAVE NOT TOUCHED OR PLAYED A GAME SINCE THIS PER CHAT PERSONS REQUEST

here is my conversation with chat tonight

Tracy
i went to withdraw my money via an echeck and did a deposit insteaD CAN YOU PLEASE REVERSE AND CORECT IT10:15 PM
i did not realize i hit the echeck and filled it out for a deposit instead of a withdrawel
Hannah
I’m just going to pull up your account details. Give me a moment to see what I can do.
Tracy
ok i just tred to withdraw my winnings of 169 and did it as a deposit
Hannah
Ok, thank you please wait just a moment and make sure not to play any games.
Tracy
not doing anything lol and thanks
Hannah
Thank you for waiting Tracey Ill just be a few more minutes
Tracy
ok thanks
Hannah
Thank you for your patience. You will need to contact our Risk Management Department for a refund via email at riskma­nag­eme­[email protected]­cas­ino­rew­ard­s.com In the mean time be sure not to play with the funds or we won't be able to refund the money
Tracy
well what do i tell them
and why couldnt you fix this issue
this is money i can not have taken out of my account can they resolve this asap
Hannah
Just tell them that you deposited the money by mistake and they can issue you a refund.

Hi Tracy

When depositing with echeck, the funds do not physically get to us for as long as a week or more after the deposit. For that reason, we have to wait until the funds clear before any withdrawals can be made against those deposits. Regardless that this was a mistake on your part where you deposited instead of withdrew, we still needed to wait as we can't cancel that transaction.

After looking through your account, risk management found that you have duplicate accounts at the casino which is against the T&Cs. Your withdraw was confiscated. They have emailed you saying they can refund your initial deposit, however they will need you to send them a voided cheque in order to refund it back to your account.

Once you reply to their email with their requested items, it will be processed.

Cheers

Dear @tracy1978,

Please confirm if the issue has been resolved.

AskGamblers Complaints Team is awaiting Zodiac Casino team to provide the required information.